​We understand that sometimes things can go wrong and we feel that it’s important that you know that we treat all complaints seriously and will always work with you to try to ensure that we resolve your complaint as quickly as possible. We aim to deal with all complaints fairly and consistently.

 

(1) Please contact us as soon as is possible after your complaint occurs – we ask that you put your complaint in writing, providing a clear description of the issue, relevant dates and giving us as much detail as is possible as this will help us to get things resolved as soon as possible. You should also tell us how you would like us to resolve the issue for you.

providing a clear description of the issue, relevant dates, and the desired resolution.

(2) Once we have received your complaint, we will contact you to (this is usually within  7 working days.) and let you know that we have received your complaint and will investigate it.

(3) (a) We usually investigate complaints within 21 working days and will then write to confirm what we intend to do. This will usually be

• To organise a meeting with Nicola Griffiths, our designated client liaison officer so we can examine the work together and discuss your complaint, or

• By writing to you with our suggestions to resolve things

(b) If we can’t investigate your complaint within 21 working days then we will update you and let you know how we intend to proceed.

(4) If we agree a resolution then you must allow us up to 28 working days to complete this.  We will always try to do this as quickly as we can, causing you as little inconvenience as possible and will do the work as soon as we can.

(5) If we cannot reach a joint decision or agreement or you are  then dissatisfied with the resolution of your complaint then you may choose to escalate the matter by contacting the relevant governing body – we will advise who this is. For example:

 

British Association for Counselling and Psychotherapy (BACP):

• Email: complaints@bacp.co.uk

• In writing: Complaints, BACP, 15 St John’s Business Park, Lutterworth, LE17 4HB

• Phone: 01455 883300

 

National Counselling and Psychotherapy Society (NCPS):

• Email: conduct@ncps.com

• Phone: Use their calendar booking system to schedule a call or call 01903 213683

• In writing: Professional Conduct Department, National Counselling and Psychotherapy Society, 19 Grafton Road, Worthing, BN11 1QT

 

United Kingdom Council for Psychotherapy (UKCP)

• Download the UKCP complaint form from their website ukcp.org.uk+10psychotherapy.org.uk+10psychotherapy.org.uk+10.

• Complete it in full, giving details like who was involved, what happened, when, and any attempts to resolve it.

• Submit the form by email (e.g., HR@ukcp.org.uk or complaints@ukcp.org.uk), post, or using any alternative method UKCP provides psychotherapy.org.uk+4psychotherapy.org.uk+4psychotherapy.org.uk+4.

• Acknowledge & Respond

  • UKCP will acknowledge receipt within 3 working days

  • A full response is normally provided within 15 working days psychotherapy.org.uk+1psychoth

 

British Psychological Society  

Follow the instructions on their website at Submitting a complaint | BPS